Service Complaints Research Articles

Penerapan Sistem Informasi Pelayanan Pengaduan Pasien Sebagai Solusi Dalam Meningkatkan Kualitas Layanan

Excellent service or service excellence in hospitals is needed to provide trust and service according to standards. In an effort to improve services, a patient complaint service is needed to respond to each service and realize the rights received by patients. The availability of patient complaint services in Hermina Arcamanik Hospital is currently still using google form and sending complaints using whatsapp, the media used is still considered less effective and efficient so that it is vulnerable to data manipulation or errors when inputting data. Based on these obstacles, it is important that the complaint process can be resolved properly, appropriate data processing and ease of access to online services by patients can be fully and thoroughly. So a Patient Complaint Service Information System was made in the form of a web to facilitate access, this Information System was created using the PHP programming language and has an interface with Bootstrap and is equipped with Javascript, a storage database using MySQL and a local hosting server from Apache using the XAMPP program.The research results of designing a web-based complaint service information system in the form of service access that can be used easily and connected to the internet quickly and appropriate data processing.

LEAN MANAGEMENT AS AN INNOVATION TO REDUCE COMPLAINT HANDLING TIME IN HOSPITAL

Customer service is a service product from Hospital X. The better the service at a hospital, the number of complaints will decrease. In the customer service flow for Hospital X there is Complaint Handling and monitoring and evaluation. The purpose of this research is to provide lean management innovation as an effort to reduce the waiting time for complaint handling. In this study the method used was community service with the time period April-July 2023 at Hospital X. The column for patient complaints at the hospital was not clear and detailed. So the added innovation is to cut steps or steps that lack value by creating or adding a complaint menu on the Hospital website. The complaints menu contains information and complaints services

Rechtssicherheit Alternative Dispute Resolution in Financial Services (LAPS SJK) as a Forum for External Dispute Resolution in Services of Consumer Complaints through Consumer Protection Portal Application (APPK)

The Financial Services Authority (OJK) is an institution formed with one of its objectives that is protecting Consumers and public interets. OJK provides complaint services by having an adequate system, making the complaint mechanisms of Consumers handling and facilitating complaints settlement. The complaint mechanism is carried out by establishing two stages of Consumers services, namely internal dispute resolution (IDR) which, if not completed, enters the external dispute resolution (EDR) stage, namely the court and the alternative dispute resolution institution that received OJK approval, namely LAPS SJK. In addition, at the beginning of 2022, OJK prepared a system, namely the Consumer Protection Portal Application (APPK) as a forum for resolving complaints at the IDR stage and through APPK the complaints can be forwarded by consumers to LAPS SJK. The purpose of this research is to know and understand legal certainty aspect in the appointment of the LAPS SJK forum that associated with the basic principle of dispute resolution which is the agreement between the parties including Financial Services (PUJK). This research was conducted using normative research with data collection through literature study. Based on the results of the research, PUJK’s agreement is needed in choosing the forum of settlement whether through the court or alternative dispute resolution. But as stipulated in the regulations, the alternative dispute resolution institution for financial services just LAPS SJK.

Android-based Information System for Domestic Violence Complaints at P2TP2A Institution in Boalemo Regency

The Integrated Service Center for Women and Children Empowerment (P2TP2A) in Boalemo Regency is an institution that provides services to the community in cases of Domestic Violence (KDRT). The issue that arises is the lack of public knowledge about KDRT and its handling. It is important to continuously educate the community about the negative consequences of domestic violence and the importance of supporting victims and preventing such violence. With increased awareness and community participation, it is hoped that domestic violence can be minimized and eliminated, creating a safe and harmonious environment for all family members. Cases of KDRT continue to occur without being realized by the community and are rarely reported to the Center for Domestic Violence Services (PLKB) due to a lack of information on how to report KDRT cases to the PLKB. Most people feel that the complaint service is limited to reporting without any follow-up process. The research objective is to design an information system that provides information about KDRT as a means of socialization to the community and assists the community in reporting KDRT cases easily and flexibly through Android smartphones. The system analysis method used in this research is the Research and Development (R&D) method, which aims to produce a specific product and test its effectiveness. This application is developed using Java and PHP programming languages, with MySQL as the database for data storage. The system utilizes web service techniques to retrieve data from the server. The result of this research is an application of an information system that facilitates the presentation of information about KDRT through Android smartphones, equipped with online reporting features, and can map the location of the reporter to facilitate follow-up actions by the PLKB. The calculation results show that the Cyclomatic Complexity (CC) = 2 and V (G) = 2, indicating that the system is effective and efficient. The system implementation can be done on Android version 10.0 (Q), version 9.0 (Pie), and version 8.0 (Oreo).

ANALISIS PENGGUNAAN TEKNOLOGI INFORMASI DALAM MENINGKATKAN PELAYANAN PUBLIK PT POS INDONESIA

Analyze the use of information technology in improving the public service of PT Pos Indonesia in the border area of Nunukan Regency, North Kalimantan. This study used descriptive qualitative method. The research focuses include transparency, participation, and efficiency. Data collection techniques were carried out by interviews and documentation. Data analysis techniques were carried out by means of data reduction, data presentation, and drawing conclusions. The results of the study show that the use of information technology in improving the public service of PT Pos Indonesia in the border area of Nunukan Regency, North Kalimantan, is carried out in three main steps, namely transparency, participation and efficiency. The transparency process carried out by PT Pos Indonesia in the border area of Nunukan Regency to improve public services is by making Standard Operating Procedures (SOPs), creating information about how to use the application, and highlighting three main characteristics in services, namely easy access, authentic evidence. , and the principle of honesty. The participatory process carried out by PT Pos Indonesia in the border area of Nunukan Regency to improve public services is to create a complaint service and provide responses to any input provided. The efficiency process carried out by PT Pos Indonesia in the border area of Nunukan Regency is carried out in several steps, namely by updating the application and secondly by minimizing errors in the service process. This process has been able to improve public services, because it can be proven by the number of Pospay application users up to 79 partners and Pos Remittance totaling 15 partners with details of 7 money order partners and 8 money order partners.

ANALYSIS OF PUBLIC POLICY IMPLEMENTATION ON BUREAUCRACY TRANSFORMATION POST COVID-19 PANDEMIC IN GARUT DISTRICT

As part of the transformation of public services, public service providers can be an instrument to maintain and improve the quality of public services during the Covid-19 pandemic. The government bureaucracy has responded to the changes brought about by this pandemic with various forms of action. The public interest in submitting public service complaints has an increasing trend during the Covid-19 pandemic. The implementation of public services in accordance with the provisions of laws and regulations must carry out legal protection and legal certainty for the general public. The research method used in this article is a qualitative descriptive method, with the type of library research using library data collection methods, reading, and taking notes and processing research materials. The results of the study show the importance of bureaucratic transformation with a dynamic bureaucratic structure and culture as well as the ability to keep up with social changes that occur on the basis of providing maximum public services, especially considering the economic potential of Garut Regency which can be a source of foreign exchange for the country, community especially in Garut Regency. The shift in the public service bureaucracy is expected to encourage economic growth in Garut Regency.

Implementasi Program Layanan Call Center Manado Siaga 112 Studi Di Dinas Komunikasi Dan Informatika Kota Manado

This study aims to analyze the implementation of the Manado standby 112 call center service program in Manado City. The research was conducted from March to April 2023 in the Regional Technical Implementation Unit (UPTD) room located on the 2nd floor of the Manado City Hall building. The data analysis technique used in this study is an interactive qualitative technique. The results of the study are that there are several things that can support emergency complaint services maximally. The first factor is good cooperation between OPDs, where all OPDs join in carrying out the emergency complaint service process in this program. Friendly, fast and responsive service is the second factor, because this program does require fast service in dealing with emergencies in the City of Manado.

Utilization of NTB Care Information Technology as a Public Complaint Media for West Nusa Tenggara

This article tries to explain the use of information technology for the NTB Care application as a digital media for responding to public complaints. Three dimensions are measured to determine the effective implementation of NTB Care in resolving public complaint services: the Ease of Use dimension, the Trust dimension and the Reliability dimension. The research uses a comparative descriptive method with a qualitative approach and literature analysis by collecting data from official NTB government documents, the NTB Care data center, the NTB Care Website, the NTB care Facebook, and other literature related to NTB Care. The results showed that the use of the NTB Care application as a medium for responding to public complaints was good and received excellent public trust, but the obstacles faced were in the agency that became the goal of the problems raised by the community, the average response time for OPD in handling complaints that come in 1-120 days. There is no clarity regarding reports that have not been followed up on to be resolved. NTB Care is an application as a forum to accommodate the community's aspirations; then, the NTB Care admin will forward public complaints to the relevant agency or OPD based on the complaint problem who entered NTB Care.

It’s All About the Money. Or Is It?

Abstract The Dutch Financial Services Complaints Institute (Kifid) offers a form of alternative dispute resolution (ADR) to consumers who have a complaint about a financial product or a financial service. Kifid first tries to mediate between the consumer and the financial services provider. If mediation fails, the Arbitration Commission will issue a binding decision. Using a survey among recent Kifid users (N = 506), this paper asks: how do consumers experience the Kifid complaints procedure, and to what effect? This study confirms the general finding from earlier research that procedural justice plays an important role in complaint procedures. The overall Kifid satisfaction level is shaped by both the perception of the process and the outcome of the complaints procedure. Moreover, if consumers experience more procedural justice, they are more willing to accept their Kifid decision. While most previous studies were limited to users’ experiences with ADR in general, this paper distinguishes between two different ADR mechanisms. The results indicate that those consumers whose complaint was solved by mediation experienced more procedural justice than those whose case was settled by arbitration. Moreover, the first group of consumers gives Kifid a (much) better overall score than the second group.

Water Privatization Discourse in Indonesia: Legal Issues and Lessons Learnt from the UK’s Experience

Legal protection of water resources is important as a rule and guidelines for human behavior as the purpose of the law to regulate public order. Legal developments regarding water resources need to be updated following the development of the community, so that the creation of legal protection for water resources can have an impact on water conservation. This study examines the policy of legal protection of water resources in Indonesia. It discusses the existing legal issues emerged in water privatization. Besides, it also explores the UK’s experience including the management and policy on the water exploitation. This study employed doctrinal legal research utilizing comparative, statutory, and conceptual approach. The discussion's findings demonstrate that the UK's approach to water management differs from Indonesia's. A system of water privatization is used in UK water regulation. The UK places a high focus on service quality and access to clean water. Therefore, the government offers complaint services regarding water quality in order to regulate the performance of the private sector. The Consumers Council for Water (CCWater) also provides assistance to consumers in homes and businesses. Water and sewage users in the UK and Wales are represented by CCWater, which also accepts unresolved complaints.

Tweeting Public Service Complaints

Many local governments have added new methods to report public service complaints like submitting a complaint on Twitter, hoping to expand access to more constituents. But who submits Twitter complaints, and how do those complaints compare to those submitted using other methods? I collect data on complaints submitted to the City of St. Louis and use these data to show that complaints submitted on Twitter are primarily from wealthy white residents concerned about issues related to parks or to their commutes. These types of complaints differ sharply from those submitted using other methods. Hence this descriptive evidence lends credence to the idea that providing a Twitter account to submit complaints may not expand access to local government services as much as previously thought. Local governments may want to carefully consider how the methods that they provide to submit public service complaints could help to determine the types of complaints they are likely to receive.

Management of JKN Medicine: The Role of Social Security Agency of Health (BPJS-K) in Strategic Health Purchasing

The National Health Insurance System (JKN) has social and equity insurance principles aiming participants receive basic health benefits. This raises must-have other requirements for circulated medicine, namely availability and accessibility. Thus, this must meet the elements of safety, efficacy/ benefits, good quality, market availability, and easy accessibility. However, drug shortages problem still occurs and ranks 3rd for BPJS Kesehatan services complaints. This study is to identify opportunities and constraints of BPJS in strategic health purchasing to increase access to JKN medicine . This is a crosssectional study using quantitative and qualitative methods. Quantitative research uses Structural Equation Modelling (SEM), while qualitative uses Focus Group Discussion (FGD). This found the problem roots related to JKN medicine shortages, including limited human resource capabilities, in optimal planning processes, e-purchasing method constraints, e-purchasing system and manual purchases medicine prices differences, medicines ordering long lead time, and in optimal BPJS Kesehatan role as a strategic health purchaser. Therefore, it is to increase BPJS Kesehatan’s role as an active purchaser by making an information system for all medicine use in JKN services, forming a Drugs Advisory Board/JKN drug working group and coordination between policy-making institutions to optimize BPJS Kesehatan role in ensuring JKN medicines access.

Does the squeaky wheel get the complaint? Linking bus performance, sociodemographic characteristics, and customer comments

Public transit agencies rely on service operations performance measures to guide service improvement efforts. They also collect customer feedback on performance to measure levels of satisfaction among users. Connecting these two performance measures can help public transport agencies increase ridership satisfaction and loyalty. In this study, we link service performance measures obtained from automatic vehicle location (AVL) and automatic passenger count (APC) with customer complaints. This is done while controlling for the amount of ridership to understand if routes with worse service performance, as identified by operations measures, also have more service complaints. We also investigated if an area’s level of affluence affects the number of service complaints per rider that the route receives while controlling for route service performance and ridership. The AVL/APC and customer-feedback data were provided by Portland, Oregon’s TriMet transport agency for the period between August 2018 and January 2019. Descriptive statistics at the route level and a series of mixed-effect multilevel logistic regression models were used to quantify the relationship between route service performance, service complaints, and a service-area vulnerability index, at the route-day level. The likelihood of receiving a service complaint for a route in a day was found to increase based on service performance and the vulnerability of the neighborhood being served by that route, all else held equal. Findings from this research unmask the relationship between service complaints, bus operations and socioeconomic characteristics of the neighborhood a route is serving, offering insights to transport planners and researchers in the psychology behind bus performance complaints.

ANALISIS KWALITAS WEBSITE LAYANAN ASPIRASI & PENGADUAN MASYARAKAT TANGKAR (TANGGAP KARAWANG) DI DINAS KOMUNIKASI DAN INFORMATIKA KABUPATEN KARAWANG MENGGUNAKAN METODE WEBQUAL 4.0

and usage from the community's perspective towards the website is the reason why this research is conducted. Community satisfaction is one of the factors or measures of success for any information system development in a government. Good service quality is not only based on the perspective or perception of the service provider, but also based on the perspective or perception of the community. The community that enjoys the service is the community that can determine service quality. The community's perception of service quality is a comprehensive assessment of the excellence of a service. WebQual 4.0 is a method for determining website quality based on community or user perception. The WebQual 4.0 method consists of three categories, namely usability, information quality, and service interaction. These three categories are used as a reference in creating a questionnaire to analyze the quality of the community aspiration and complaint service website. The analysis results are expected to provide recommendations for local governments in developing quality websites so that the development of community aspiration and complaint service websites in Indonesia can mature, stabilize and ultimately reach a level of utilization.

Responsibility of Digital-Based Complain Services at the Honor Board of Election Organizers of the Republic of Indonesia (DKPP RI) During Pandemic

In public services, responsiveness or responsiveness is one of the benchmarks for good governance. Enforcement of the code of ethics against violations of election administration (KPU and Bawaslu) committed by the DKPP RI as an institution for enforcing the code of ethics for election organizers. Data from the DKPP stated that from 2018 to 2021 there were 1,546 complaints that came in through digital media, peaking in 2020 during the pandemic so that in the service of complaints carried out by the DKPP RI RI, it is necessary to have service responsiveness in receiving reports/complaints from reporters, which makes DKPP RI an institution that integrity. This research uses descriptive qualitative method with data analysis using NVivo 12 Plus. By using 6 indicators of responsiveness of the results obtained. The successful achievement of digital-based complaint services at the Dewan Kehormatan Penyelenggara Pemilu Republik Indonesia (DKPP RI) during the pandemic uses 6 indicators, namely “the ability to respond to the community, officers have provided good attitudes and communication; speed of service, officers have shown alertness and sincerity in serving; accuracy of service, officers have been focused and serious in their work; service accuracy, officers have worked in accordance with the SOP; timeliness of service, officers work in accordance with incoming reports; the ability to respond to complaints, officers are able to respond to complaints and provide the best solutions.

PELATIHAN PEMBENTUKAN SISTEM PENGADUAN DAN KOTAK SARAN DARI MASYARAKAT UNTUK MENINGKATKAN KINERJA DESA

Installation of suggestion boxes in public service offices in Indonesia is regulated in the Presidential Regulation of the Republic of Indonesia No. 76 of 2013 concerning public service complaints. The same thing is also stated in Law Number 25 of 2009 concerning public services, in this case referred to as a complaint box. The research method used is counseling, implementation, and evaluation. The data collection technique is by observation. The results showed that the suggestion box complaint service mechanism, namely the lack of socialization between the RT head and the surrounding community, therefore the authors wanted to form a suggestion box to convey aspirations from the community to improve the performance of the local RT, then it could be implemented again after the author left the community service location in the village. Bantarsari. The supporting factor is the mechanism with community participation in supporting the formation of the complaint system and the suggestion box, while the inhibiting factor is that there are still many people who do not realize the importance of the existence of the suggestion box.

IMPLEMENTASI KEBIJAKAN LAYANAN ASPIRASI DAN PENGADUAN ONLINE RAKYAT (E-LAPOR) DALAM PELAYANAN PADA DINAS KOMINFO KABUPATEN JAYAPURA

The existence of an e-LAPOR (Layanan Aspirasi dan Pengaduan Online Rakyat) is the implementation of e-Governance to facilitate public service complaints for the community. This study aims to analyze and describe the Implementation of e-LAPOR in Services at Jayapura Regency, Kominfo Service, and to analyze the supporting and inhibiting factors for the Implementation of e-LAPOR in Services at the Regency, Services of Information and Communications Services. Jayapura. This study used a qualitative descriptive approach which was carried out at Jayapura Regency Communication and Informatics Office, the determination of informants was carried out by snowball. Data collection techniques used are observation and interviews. Data analysis includes the stages of data reduction, data presentation, and conclusion. The results of the study show that the implementation of the e-LAPOR Policy in services at the Jayapura District Communication and Information Service has been running but not optimal. In terms of the communication aspect, it has been carried out as it should, by coordinating the policy organizers for information dissemination and socialization in introducing this policy to the target group. In the aspect of human resources, they already have adequate human resources and meet the adequacy aspect, but in terms of the quality of mastery of technical skills it is still lacking, so it is very necessary to hold training to develop the soft skills they have, the institutional environment of facilities is sufficient to carry out the SP4N-LAPOR (Sistem Pengelolaan Pengaduan Pelayanan Publik Nasional Layanan Aspirasi dan Pengaduan Online Rakyat) application is managed by the Admin, access to the internet is also sufficient to run the application. The disposition works quite adequately based on the firmness and seriousness of policy implementers at the institutional level in carrying out the policy. Then, the Bureaucratic Structure is based on the authority and obligation that is handed over by the main tasks and functions of each existing field and section and refers to the SOP (Standard Operational Procedures) for policy implementation. Supporting factors are the existence of regulations at the regional level, the allocation of human resources, and supporting facilities. Then the inhibiting factor is that the community is not very adept at using the e-LAPOR application to make complaints, especially the people at the village level. Then, the lack of outreach to the community and limited access to the internet network in the villages.

Evaluasi Penerapan Saluran Informasi dan Penanganan Pengaduan (SIPP) bagi Peserta BPJS Kesehatan

This study evaluates the application of Information Channels and Complaint Handling (SIPP) for BPJS Health participants at Sawit Indah Perbaungan Public Hospital. The research method uses in-depth interviews. There were nine informants in this study consisting of 5 BPJS participants and four informants who were Sawit Indah Perbaungan Public Hospital employees. The study results indicate that the usual obstacle Sawit Indah Perbaungan Hospital faces in implementing SIPP is the length of response or answers to the effects of complaints from BPJS participants who use the SIPP complaint service caused by the network. The benefit felt by BPJS Health participants with SIPP is that it is more effective in submitting complaints. In conclusion, overall, the application of SIPP for BPJS Health participants at Sawit Indah Perbaungan Public Hospital has been running effectively.
 Keywords: Health BPJS, Information Channels, and Complaint Handling

Efektivitas Layanan Aduan Lapor Bupati Berbasis E-Government di Kabupaten Pekalongan

The public service sector is a reflection of the governance of a government. Poor public service delivery will certainly disrupt the stability of government administration because it will affect the level of public trust in the government. The Pekalongan Regency Government created an e-government-based public complaint service system called the Regent's Report, as an effort to improve public services. This study aims to evaluate the implementation of the Regent's Report complaint system in Pekalongan Regency and to find out the factors that influence the implementation of the Regent's Report complaint system in Pekalongan Regency. This research is a qualitative descriptive study. The results of this study indicate that the Evaluation of the Regent's Report complaint system was carried out by reviewing William Dunn's evaluation theory, among others; effectiveness, efficiency, adequacy, alignment, responsiveness, and accuracy. The Pekalongan Regency Government should increase the leveling and responsiveness points because it was found that the majority of the people did not know about the Regent's Report complaint system. The factors that influence the implementation of the district head's report complaint system consist of supporting factors, namely e-government-based systems and adequate infrastructure, and inhibiting factors, namely budget, human resources and implementation standard guidelines.

STUDY EFEKTIVITAS KEBIJAKAN INOVASI DOKADU (DOKUMENTASI PENGADUAN) DI DINAS KEPENDUDUKAN DAN PENCATATAN SIPIL KOTA MAGELANG

Management of public service complaints is an important part of improving the quality of services provided by the government to the community. The reasons for the importance of complaints include: 1) the public has the right to obtain quality, non-discriminatory public services in accordance with established standards, 2) public complaints are an opportunity for government agencies to evaluate and improve, 3) as government media in providing response to public complaints. To improve services, one of them is by making an innovative breakthrough that makes it easier for the complaints team to resolve problems with public complaints. This innovation is called DOKADU (Complaint Documentation). This study aims to analyze the effectiveness of the DOKADU (Complaint Documentation) innovation policy in resolving public complaints at the Population and Civil Registration Office of Magelang Municipality for a period of 5 years (2017 – 2021). This research uses descriptive qualitative narrative method. The results of the study show that since the implementation of innovations over the last 5 years (2017 – 2021) it shows that there is a tendency for the number of complaints that have been received and handled successfully to increase (99.85%). FAQs (Frequently Asked Questions) that are frequently complained about can be monitored because segmentation/category of complaints can be carried out and ownership of population administration documents increases. This shows that the quality of handling public complaints at the Disdukcapil in Magelang Municipality has increased. This innovation needs to be continuously improved and developed so that it becomes a smart book for the public complaints team. In the future, it is hoped that there will be a software application that assists in documenting complaints, so that population administration services in Magelang Municipality will make the people happier according to the Vision of “Magelang Municipality, namely Magelang is Healthy, Advanced and Happy ".